The Ventana Research Value Index: Customer Experience Management in 2011 is the distillation of more than two decades of experience and knowledge of the market and the analysis of technology supplier product research efforts by Ventana Research, the premier benchmark research and advisory services firm. Built on a foundation of 10 years of business and technology research, this unbiased fact-based index is the first such industry undertaking to assess the value of software designed specifically for enabling Customer Experience Management.
This Ventana Research Value Index is an analytic representation of our assessment of how well vendors' offerings meet buyers' requirements for software that enables and supports Customer Experience Management. The Index evaluates the software in the context of seven key categories. Five are product-related: adaptability, manageability, reliability, usability and functionality. In addition, we considered two customer assurance categories: total cost of ownership and return on investment, and validation. To assess functionality we applied the Ventana Research Customer Experience Management evaluation framework which examine first the contact center agent desktop needs for interacting with customers and provide timely responses to their inquiries and needs.
While there are dozens of analyst reports with varying types of charts that proclaim leaders, we have found little substantive research as other analyst firms lack context, which isn't surprising as they service only IT organizations and do not research, serve or in fact have experience in business or customer service organizations let alone contact center professionals. Also, in light of the fact that many factors, among them a company's purchasing history, personal connections and vendor biases, can cloud the objectivity of acquisition assessments. We offer this research as impartial and authoritative; any organization looking to assess, validate and improve its Customer Experience Management investments and technology should utilize the Value Index, and the research on which it is based, as a key part of its evaluation process. The first Value Index for Customer Experience Management is focused contact center agent desktop and their needs every day to be productive and effective in their role and responsibility.
Download the Customer Experience Management: Agent Desktop Value Index Executive Summary
Download the Customer Experience Management: Feedback Management
Read the CEM (Agent Desktop) Market Announcement:
Ventana Research Unveils The 2011 Value Index for Customer Experience Management
Read the CEM (Feedback Management) Market Announcement:
Ventana Research Presents the 2011 Value Index for Customer Experience Management Focused on Customer Feedback Management
Learn more about the industry from our Benchmark Research:
Benchmark Research and Maturity Index on Customer Experience Management
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